Original job description
Required Skills & Experience
Experience leading the development and delivery of CCaaS/contact centre solutions.
Experience with CCaaS platforms such as Genesys Cloud CX.
Understanding of contact centre technologies including IVR, routing, agent desktop, dialer, reporting, and telephony.
Experience overseeing technical architecture, solution design, development, and integrations.
Ability to lead and mentor developers, engineers, and analysts and provide technical guidance throughout delivery.
Experience managing delivery risks, issues, dependencies, testing, and deployment.
Understanding of cloud architecture, security, compliance, and data privacy within contact centre environments.
Experience working in Agile/Scrum or other enterprise delivery environments.
Excellent communication and stakeholder manageme
Nice to Have Skills & Experience
Experience with large-scale CCaaS migrations or greenfield implementations.
Experience with AWS or Azure.
Knowledge of DevOps and CI/CD practices.
Experience leading geographically distributed teams.
Job Description
Insight Global is looking for a Senior Delivery Lead – CCaaS Platform to oversee the end-to-end design, development, integration, and delivery of contact centre technology solutions. This person will provide technical oversight across IVR, routing, agent desktop, reporting, integrations, and cloud architecture, while ensuring solutions meet business, security, privacy, and compliance requirements.
This is a senior technical leadership role requiring someone who can drive delivery, guide technical design, mentor development teams, resolve technical challenges, and work closely with stakeholders throughout implementation.
